Akshay Dubey

• Led global Product Support organization, driving strategy and operations for consistent customer experiences.
• Built and scaled a tiered support organization (L1, L2, TAM), growing the team from 7 to 30 engineers to support rapid customer and platform growth while maintaining service quality through structured coaching and QA programs.
• Drove automation adoption and intelligent workflows, improving response quality and reducing manual effort.
• Implemented routing and triage improvements, reducing first response time by 40% and enabling faster issue acknowledgment during peak operational hours.
• Reduced manual triage effort by 30% through SLA-based routing and improved categorization, allowing faster ticket movement and better utilization of engineering capacity.
• Optimized operations using data-driven capacity forecasting and staffing models, improving scalability, predictability, and Customer Experience (CX).
• Mentored 20+ frontline support engineers, consistently achieving 90%+ CSAT and strengthening customer trust across enterprise and strategic accounts.
• Collaborated with Product, Engineering, and Revenue teams to integrate customer feedback into development cycles.
• Led knowledge management and chatbot implementation, reducing inbound ticket volume by ~30% and improving support scalability without proportional headcount growth.

• Led day-to-day L1 technical support operations, acting as the primary escalation point and ensuring consistent SLA adherence and high-quality customer interactions.
• Managed ticket queues, workload distribution, and shift planning, improving operational efficiency and contributing to a 25% reduction in resolution time.
• Drove quality standards through SOP refinement, regular audits, and mentoring, resulting in a 30% reduction in escalations to higher support tiers.
• Trained and onboarded new hires, launching a peer-learning program that reduced ramp-up time by 20% while maintaining 90%+ CSAT.
• Partnered closely with Product and Engineering teams to analyze recurring issues, improve platform stability, and contribute customer insights toward product enhancements.
• Delivered regular trend and performance reports covering resolution metrics, CSAT, escalation patterns, and recurring issues, enabling data-driven decisions by leadership and product teams.
• Supported strategic and high-value accounts under the TAM pilot, ensuring timely issue resolution, proactive communication, and stronger customer relationships.

Handled complex technical issues across platform features, integrations, and configurations via email and chat.

• Delivered SLA-compliant, empathetic support in a high-volume environment.
• Collaborated with Product and Engineering to drive root-cause fixes and long-term solutions.
• Created knowledge base articles to boost self-service, and reduce ticket load.
• Shared customer insights that shaped product enhancements and roadmap priorities.

• Handled end-to-end support for security products, partner queries, and cloud provisioning.
• Led QA audits and managed NFR access, Zuora quotes, and partner authorizations to drive SLA and CSAT goals.

• Managed enterprise accounts, delivering CRM-based solutions and owning all escalations.
• Improved client retention through proactive support and data-driven reporting.

• Delivered end-to-end implementation of WorkforceNow/IHCM with tailored training and high-accuracy onboarding.
• Handled data migration and platform configuration for global clients.

• Supported due diligence and compliance for business acquisitions.
• Analyzed financial risks and coordinated with legal/finance teams.